Unathorized access to tickets at random

  • Used Zammad version: 3.4.x
  • Used Zammad installation source: (source, package, …) Source
  • Operating system: CentOS 8
  • Browser + version: Firefox, Chrome, M$ Edge, all latest versions

Expected behavior:

  • Access to all tickets as Agent and Admin

Actual behavior:

  • Some tickets created by the Admin/Agent randomly show as “Unauthorized” on the list for all Agents/Admins:

Other tickets are fine.

Accessing the unauthorized ones shows:

Steps to reproduce the behavior:

  • Login as Agent/Admin, create a ticket, wait for a day or two and reload the web interface

I found some posts on the same subject, like this one marked as “[SOLVED]”:

Unfortunately, the proposed solution:

“I was able to find the problem and fix it.
The checkbox “agent - access to CTI” was not set at the role “Admin”.”

does not work in our case.

Neither does the suggested commands:

In the URL you’ll find an ID, do zammad run rails r 'p Ticket.find({ID})' and check in which group it lifes ( zammad run rails r ' p Group.find(GROUP-ID)'. Check if you have rights to that group.

In my case, I get this:

So I cannot run the second command…

Any ideas on how to solve this random behavior?

Thanks a lot in advance!


Remove {} which is part of the ID placeholder.
This command then should work.

Usually access denied errors are due to missing permissions to access the group the ticket lifes in.